Customer Service Team Lead  

The Customer Service Team Lead will be responsible for managing the performance and development of 10 to 15 Customer Service Representatives. If you are a self starter and capable of driving process changes to improve the overall customer experience, we want to talk to you.

Job Requirements:

• Manages team resources; coordinates leave, manages breaks and re-assigns responsibilities during team member absences.
• Delivers the daily Service Level Agreement (SLA) for own team and works with Workforce Management (WFM) team to optimize Customer Service Representatives’ utilization and service queues.
• Drive performance of the team against the prescribed Key Performance Indicators
• Champions Customer Centricity and the behaviours required within the team to aim high and deliver exceptional customer experience.
• Actively manages the daily operational performance of the Customer Service Representatives by being present on the floor with the team.
• Accountable for the overall performance of team members and the team as a whole, positively recognizing excellent performance and effectively managing any underperformance.
• Works with the Training and Development, Quality Assurance (QA) and WFM to coach individual team members to improve performance and actively engages with each team member to develop and act on their Individual Development Plans.
• Participate in the recruitment and selection of new Customer Service Representatives.
• Partner with Human Resources to determine appropriate disciplinary action for direct reports when needed
• Maintains up-to-date knowledge of business processes and procedures for their area of responsibility

• At least 2 years of college AND minimum of 3 years experience managing a customer service team in a BPO/call center environment
• Experience supporting multiple channels (voice, email, chat, and/or social media)
• Excellent communication skills both written and verbal,
• With high attention to detail and a self-starter
• Strong record of cross-organizational relationship building
• Demonstrated experience owning and driving to make things happen in a metrics-centric environment
• Excellent planning, organizational and time management skills
• Amenable to work on a shifting schedule and during declared holidays
• Has the ability to multi-task and perform duties with high accuracy and strong degree of urgency with minimal supervision
• High level of computer literacy, Strong Excel and Word skills
• Strong analytical skills and process orientation
• Possess a high energy, positive attitude. Focused on building relationships with our customers and co-workers across borders
• Fluency in English